CTI Toolkit

The Force.com Connect CTI Toolkit allows developers to create integrations to telephony systems. It is just a toolkit, and so it can be connected to just about any telephony protocol, including (but not limited to) TAPI, CSTA, and proprietary protocols.

Contents

Installing The Demo Adapter

We offer a precompiled “demo adapter” which you can use to test out the Force.com CTI Toolkit functionality without having to connect it to an underlying phone system. You can find that here:

Click here to download the Demo Adapter 3.00

The Demo Adapter works only in Windows with Internet Explorer 6+ or Firefox 3.5+, and only with Salesforce.com Enterprise Edition and up.

In addition to installing the Demo Adapter, it is also necessary to make some minor configurations to your Salesforce.com org to make it work. Here's a handy tip sheet on setting it up.

Source Code And Toolkit Downloadables

Download the items here if you're interested in building a new adapter. If you just want to try out a simulator, use the Demo Adapter (above).

The CTI Toolkit 3.00 C++ code targeted to Visual Studio 2008, documentation, and release notes are contained in this installer package:

Click here to download the CTI Toolkit 3.00 installer package.

(Note: If you are upgrading from a version of the CTI Toolkit prior to 1.12 and you have been granted a Client ID, please look at the 1.12 release notes that cover the new way to specify your Client ID.)

The developer's guide (which is also included in the above package) can be found here:

Click here to download the developer's guide.

You can find our slide presentation on the Force.com CTI Toolkit here:

Click here to download the presentation.

Contact Marco Casalaina or Michael Ramsey at Salesforce.com if you have any questions about this.

Adding Firefox Support To Your Adapter

With version 1.50 we added support for Firefox on the Windows platform. Supporting this browser requires 2 new DLLs and a Firefox addon.

Note that as of CTI Toolkit 1.54, only Firefox versions 3.5 and higher are supported due to an incompatibility with prior versions that Mozilla introduced in Firefox 3.5.

To enable Firefox support for your adapter, you have to make your installer install 2 additional DLLs (which are included in the CTI Toolkit) and register them; these DLLs are SFDCFirefoxConnectorPS.dll and SFDCFirefoxConnector.dll. Note that in order for SFDCFirefoxConnector.dll to register properly, the Firefox root directory must be in the path -- as such, you should discover this directory in the process of installing your adapter.

Finally, make your installer run sfdcffextension.xpi using firefox.exe; that will install the needed Firefox extension. Your adapter will now work in Firefox.

Note on Connect For Outlook incompatibility

Please note that CTI Toolkit versions 1.13 and up include a new version of the Office Toolkit shared library which resolves an incompatibility with Salesforce Outlook Connect 3.2.501 and up. However, due to the fact that it updates a shared library, this new version of the library unfortunately introduces an incompatibility with prior versions of Salesforce Outlook Connect .

Partners are advised to recompile their adapters using the latest version of the CTI Toolkit. Customers wishing to use Salesforce Outlook Connect and a CTI integration simultaneously should upgrade to the latest version of Salesforce Outlook Connect and should use an adapter which has been compiled with the latest version of the CTI Toolkit.

FAQ and Troubleshooting Your CTI Adapter

Please refer to the Troubleshooting Your CTI Adapter page.

Release Notes For Salesforce.com CTI Toolkit 3.00

Overview

The primary focus of the 3.00 release is to integrate salesforce.com CTI with the Service Cloud Console. This includes modification to:

  • CTI widget location, skin and resizing
  • Screen pops within the Console context
  • Communication with the Interaction Log

In addition, the 3.00 release also addresses the following:

  • A cleaner uninstall process
  • Tray icon context menu updates when agent logs out of salesforce.com

Browser Connector

  • Updated version to 3.00
  • Added IE and Firefox support for CTI in the Service Cloud Console
  • Added javascript notification for CTI application exit. This allows the CTI widget in the Service Cloud Console to know that the desktop application has exited.
  • CTI is now aware of whether it is running the in the Service Cloud Console or the regular salesforce.com application

CTIAdapterLib

  • Updated version to 3.00
  • Updated Line object to always publish Status and Call Type in the transformation xml, from the beginning of the call
  • Updated Call Log object to mark calls in the Service Cloud Console. This allows us to communication with the interaction log. NOTE: In the Service Cloud Console, the CTI adapter does not save call logs. The Interaction Log is responsible for this.

Demo Adapter

  • Updated version to 3.00
  • DEBUG mode in Demo Adapter is now always set

Specific Files That Have Changed In This Release

  • CTIAdapterLib/CTIAppExchange.cpp
  • CTIAdapterLib/CTICallLog.cpp
  • CTIAdapterLib/CTIConstants.cpp
  • CTIAdapterLib/CTIUserInterface.cpp
  • CTIAdapterLib/include/CTICallLog.h
  • CTIAdapterLib/include/CTIConstants.h
  • CTIAdapterLib/include/CTILine.h
  • CTIAdapterLib/include/CTIUserInterface.h
  • DemoAdapter/DemoAdapterBase.cpp
  • DemoAdapter/demo_menu.xml
  • sfdcffextension.xpi
  • SalesforceCTI.exe

Release Notes For Salesforce.com CTI Toolkit 2.03

Overview

Allowed special characters in Visualforce payloads for "Pop To Visualforce" screen pops.

Browser Connector

  • Updated version to 2.03

CTIAdapterLib

  • Updated version to 2.03

Demo Adapter

  • Updated version to 2.03

Specific Files That Have Changed In This Release

  • BrowserConnector/BrowserEventHandler.cpp
  • CTIAdapterLib/CTIConstants.cpp
  • DemoAdapter/DemoAdapterBase.cpp
  • SalesforceCTI.exe

Release Notes For Salesforce.com CTI Toolkit 2.02

Overview

Browser Connector

  • Updated version to 2.02.
  • Modified screen pop mechanism to fix double pops.
  • Fixed XSLT translation bug that caused rapid-fire events to make the softphone disappear temporarily.

CTIAdapterLib

  • Added support for new screen pop mechanism.

Demo Adapter

  • Added a menu option to simulate an autoanswered call.
  • Updated version to 2.02.

Specific Files That Have Changed In This Release

  • CTIAdapterLib/CTIAppExchange.cpp
  • CTIAdapterLib/CTIConstants.cpp
  • CTIAdapterLib/CTIUserInterface.cpp
  • CTIAdapterLib/include/CTIConstants.h
  • CTIAdapterLib/include/CTILine.h
  • CTIAdapterLib/include/CTIUserInterface.h
  • DemoAdapter/DemoAdapter.rc
  • DemoAdapter/DemoEventSink.cpp
  • DemoAdapter/DemoEventSink.h
  • DemoAdapter/DemoUserInterface.cpp
  • DemoAdapter/DemoUserInterface.h
  • DemoAdapter/demo_menu.xml
  • DemoAdapter/resource.h

Release Notes For Salesforce.com CTI Toolkit 2.0

Overview

This release adds significant new functionality, namely Custom Screen Pops. Please see the Spring '10 Release Notes for the full scope of the Custom Screen Pops capabilities. In short, it allows customers to configure without any coding screen pops of Visualforce pages, new object pages, and search pages; pops on no match, single match, and many matches; and pops to new browser windows and tabs.

Browser Connector

  • Added Custom Screen Pops capability.
  • Updated version to 2.0.

CTIAdapterLib

  • Added capability for sending a data "payload" to screen pops when popping a Visualforce screen, to give that screen context about the call.
  • Added class to represent "no search results" to enable a screen pop from a no-match.
  • Added a .cpp file for constants to hold more complex constant values.

Demo Adapter

  • Added a DNIS to simulated inbound calls to add more payload for Visualforce screen pops.
  • Updated version to 2.0.

Specific Files That Have Changed In This Release

Files Modified:

  • CTIAdapterLib/CTIAdapterLib.vcproj
  • CTIAdapterLib/CTIAppExchange.cpp
  • CTIAdapterLib/CTIAppExchangeSaveThread.cpp
  • CTIAdapterLib/CTIAppExchangeSearchThread.cpp
  • CTIAdapterLib/CTILine.cpp
  • CTIAdapterLib/CTIParty.cpp
  • CTIAdapterLib/CTIUserInterface.cpp
  • CTIAdapterLib/include/CTIAppExchange.h
  • CTIAdapterLib/include/CTIConstants.h
  • CTIAdapterLib/include/CTILine.h
  • CTIAdapterLib/include/CTIParty.h
  • CTIAdapterLib/include/SF_MSApi4.dll
  • DemoAdapter/DemoAdapter.xml
  • DemoAdapter/DemoAdapterBase.cpp
  • DemoAdapter/DemoEventSink.cpp
  • DemoAdapter/DemoUserInterface.cpp
  • DemoAdapter/demo_menu.xml
  • sfdcffextension.xpi

Files Added:

  • CTIAdapterLib/CTIConstants.cpp
  • CTIAdapterLib/CTINoRelatedObjectSet.cpp
  • CTIAdapterLib/CTIPayload.cpp
  • CTIAdapterLib/CTIPayloadData.cpp
  • CTIAdapterLib/include/CTINoRelatedObjectSet.h
  • CTIAdapterLib/include/CTIPayload.h
  • CTIAdapterLib/include/CTIPayloadData.h

Release Notes For Prior Versions

For release notes on prior versions of the CTI Toolkit, please see the page entitled CTI Toolkit Prior Version Release Notes.

Retrieved from "http://wiki.developerforce.com/index.php/CTI_Toolkit"